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Towne Bank

Software Support Specialist

Norfolk, VA · On-site

$47K - $51K/yr

The Mortgage Software Support Specialist provides end-user support for the nCino Mortgage application, ICE Encompass ® Banker Edition, and related integrated services across the enterprise, from ...

Anywhere

Specialist Software Support

Meridian, ID · On-site

Experience troubleshooting and supporting software systems/solutions Excellent communication (oral ... Our industry-leading, innovative and legendary service delivers confidence and peace of mind to ...

LINQ

Customer Support Specialist

Denver, CO · On-site

$48K - $51K/yr

The right candidate will have experience in providing software support to school district ... Provide exceptional customer service through building rapport and relationships with our customer ...

IBML

Help Desk Manager

Birmingham, AL · On-site

This position plays a key role in the overall Service Operations organization and will work closely with Field Service, Software Support, Professional Services, Engineering, Sales, and Customer ...

e-MDs

Software Support Representative Tier I

Austin, TX · On-site

Summary of Job A Tier I Software Support Representative's goal is to assist with customer requests ... service level agreement for Customer Support. * Attitude * Responds to all customer and leadership ...

Kiongroup

Software Engineer - Tech Support

Plano, TX

$65K - $140K/yr

Dematic is looking for a talented Software Support Engineer to provide remote, second level customer support with Dematic's Customer Service team. The work schedule for this opening is a weekly 8am ...

HomePro

Customer Service Representative

Carrollton, TX · On-site

$15.50 - $21/hr

Team Player: We're a tight-knit crew that supports each other. Be ready to collaborate and go above and beyond to achieve shared goals. Tech Tools: Comfortably navigate customer service software ...

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How much do customer service software support jobs pay per hour?

As of Jul 14, 2026, the average hourly pay for customer service software support in the United States is $19.20, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $20.91 per hour, depending on experience, location, and employer.

What are some common challenges faced by Customer Service Software Support specialists, and how can they effectively overcome them?

Customer Service Software Support specialists often encounter challenges such as handling complex technical issues, managing high volumes of support tickets, and communicating technical information to non-technical users. To overcome these challenges, it's important to develop strong problem-solving skills, practice patience, and utilize knowledge bases or internal documentation. Collaborating closely with development teams can also help in resolving escalated issues more efficiently, while ongoing training ensures familiarity with product updates.

What is Customer Service Software Support?

Customer Service Software Support refers to professionals who assist users with technical issues, troubleshooting, and questions related to customer service software platforms. Their role typically includes resolving software glitches, guiding users through feature usage, and ensuring the software functions smoothly for customer service teams. They act as a bridge between the software provider and users, offering solutions and best practices to maximize the software’s effectiveness. This support can be provided via phone, email, chat, or other communication channels.

What is the difference between Customer Service Software Support vs Customer Support Specialist?

AspectCustomer Service Software SupportCustomer Support Specialist
CredentialsTypically requires technical certifications or knowledge of support softwareUsually needs customer service or communication skills, sometimes certifications in customer support
Work EnvironmentPrimarily technical, working with support tools and softwareCustomer-facing, handling inquiries via phone, email, or chat
Employer & IndustryTech companies, SaaS providers, software vendorsRetail, telecom, e-commerce, and various service industries
Search & Comparison IntentUnderstanding technical support roles for support softwareCustomer service roles focused on client interaction

Customer Service Software Support focuses on technical assistance related to support tools, while Customer Support Specialists handle direct customer interactions. Both roles require strong communication skills, but the former emphasizes technical knowledge, and the latter emphasizes customer service experience.

What are the key skills and qualifications needed to thrive as a Customer Service Software Support Specialist, and why are they important?

To thrive as a Customer Service Software Support Specialist, you need strong problem-solving abilities, technical aptitude with software applications, and typically a background in IT or customer support. Familiarity with ticketing systems (like Zendesk or Freshdesk), remote troubleshooting tools, and sometimes certifications such as CompTIA A+ are valuable. Outstanding communication, patience, and active listening skills help you connect with users and resolve their issues efficiently. These skills ensure effective technical assistance, high customer satisfaction, and quick resolution of software-related problems.
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What cities are hiring for Customer Service Software Support jobs? Cities with the most Customer Service Software Support job openings:
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Customer Service Software Support jobs near you
Software Support Specialist

Software Support Specialist

Towne Bank

Norfolk, VA • On-site

$47K - $51K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

TowneBank rating

8.7

Company rating: 8.7 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

23rd of 149 rated banks

Job description

About the role:

The Mortgage Software Support Specialist provides end-user support for the nCino Mortgage application, ICE Encompass® Banker Edition, and related integrated services across the enterprise, from origination through servicing. In this role, you will help advance company goals through systems administration, Level 1 Encompass help desk support, collaboration, and adaptability in a fast-paced mortgage lending environment.

In this role, you will:

  • Manage internal help desk requests, troubleshoot issues, and escalate moderately complex or advanced items to nCino Mortgage, ICE Mortgage Technologies, or third-party support teams as needed.
  • Investigate and resolve application issues while supporting Encompass LOS and other mortgage software solutions.
  • Use diagnostic methods to identify issues, determine root causes, recommend solutions, and escalate and track complex problems when appropriate.
  • Identify recurring issues and recommend process improvements that enhance the user experience.
  • Document each support incident clearly in the ticketing system and provide timely updates on open issues.
  • Use the document library and help desk knowledge base to support mortgage software applications efficiently.
  • Train and support users on mortgage software and related technology to help reduce repeat requests.
  • Identify opportunities to improve help desk workflows, system functionality, and business processes.
  • Provide professional, courteous service when partnering with employees at all levels of the organization.
  • Perform other duties as assigned.
  • Comply with all applicable federal laws, rules, and regulations related to Anti-Money Laundering (AML), including the Bank Secrecy Act (BSA).

The good-faith compensation range for this role is expected to be $47,000 to $51,500 per year, based on the role, market, internal equity, and candidate qualifications.  
What you’ll bring:

  • At least 2 years of recent experience using Encompass Banker Edition in a large-user environment
  • A strong mortgage lending background, such as experience as an originator, closer, underwriter, processor, or LOS analyst/administrator
  • Experience supporting end users and sharing knowledge across mortgage software products and services
  • The ability to work independently, analyze information, and take or recommend appropriate action with minimal supervision
  • Strong analytical, organizational, and problem-solving skills
  • Dependability, self-motivation, and a positive attitude
  • A high level of proficiency with Microsoft Office 365 applications
  • Excellent written, verbal, and interpersonal communication skills
  • The ability to think creatively, take initiative, and ask thoughtful questions
  • An interest in detailed research and documentation
  • The ability to manage priorities effectively and perform well in a fast-paced environment
  • Strong deductive reasoning skills to analyze issues and respond quickly in a demanding environment
  • The ability to collaborate effectively with both small and large groups

What will help you stand out:

  • Knowledge of mortgage regulations, including TRID and RESPA
  • Experience as an Encompass or other LOS power user or administrator


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